Note: We've updated our pricing and packaging. This feature is available on Estate & Forest plans for customers who signed up before Nov 2nd 2020.

In most organizations, teams lose sight of what really matters with key data not readily available to react as fast they can and efforts gone into time-consuming tools to generate a performance report which, in turn, leads to all sorts of challenges, from people working in silos to wasted resources.

With Team Dashboards, your manager or supervisor can hand-pick and curate the KPIs required for the team bringing everyone on the same page. It also gives the agents context on critical issues that require their immediate attention, mitigating the risk of friction and improving the team’s overall performance.

How to customize the team dashboard

  • Navigate to the dashboard, click on the burger menu beside My Dashboard, and +New
  • Enter the dashboard name and choose the visibility
    • Only me: This dashboard will be visible only to you and can accessed only by you.
    • Agents in group: This dashboard will be accessible to a specific agent group within your service desk.
    • Agents in workspace: This dashboard will be accessible to agents of a workspace.
      • IT agents with the privilege called "Manage team dashboards" within a workspace will be able to share the dashboard only with the agents and groups of the workspace they are a part of.

      • Business agents won't be able to share dashboards with agents or groups of IT-type workspaces. 

      • Agents belonging to a restricted workspace will be able to share dashboards with the groups of that workspace they are a part of only if they have the "Manage team dashboards" permission in that restricted workspace.

    • All agents: This dashboard will be accessible to all the agents within your service desk.

      • IT agents with the permission "Manage team dashboards" at an account level can

         - Share a dashboard with agents of all unrestricted workspaces that they belong to.

         - Edit dashboards shared with agents of workspaces that they belong to.

         - Share a dashboard only with groups of unrestricted workspaces that they belong to or edit such dashboards

      • Business agents cannot share dashboards with "All agents" irrespective of the permissions they have.

  • Drag and drop the relevant widgets you would like to track as the team’s metrics from the widget library and click Save.

Check this article to learn more about the widgets available and how you can customize them.

  • You can click the edit icon if you wish to make any further changes and also choose to reorder the widgets.

  • To delete a widget, click the edit icon, hover over the widget, and click the delete icon.

  • To create an announcement, navigate to Announcements -> Create an Announcement, fill in the fields, set the visibility, and click Save to alert or communicate important information across the service desk.

  • Click on Recent Activity to check the recent actions performed by the agent.

Use case:

John, a Service Desk Manager cares deeply about making sure his unassigned Tickets to his group are attended to by his team members ASAP. He'd like to promote transparency by providing the information on total unassigned tickets and the agents who are available to the team, so they can self-assign themselves.

John makes this possible through Team Dashboards, where he configures the necessary widgets and shares it with the team